Location: 2500 Meadowbrook Pkwy Suite F, Duluth, GA 30096 (in-office)
Schedule: Sunday-Thursday, 2:00pm-10:30pm
Pay: $20.00-$24.00 per hour
Overview
The Lead Customer Service Agent is responsible for monitoring the customer service activities of multiple Customer Service agents to ensure KPI's and excellent service levels are met. Provides direct monitoring of inbound and outbound call performance to mentor and ensure inbound/outbound call quality and standards are met and/or exceeded. Conducts organized and impromptu agent training on calls and audits. Performs scheduled one on one sessions with team members monthly. Handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. Responsible for directly assisting the Customer Support Center Supervisor in the day-to-day operations of the support center. Performs support functions such as call loading, dispatching, and schedule monitoring as needed. Ensures all results produced meets product/service standards and exceeds quality standards.
Responsibilities
Demonstrate proficiency in inbound and outbound call handling KPI's
Recognized by peers as an authority in support center operations and inbound call handling procedures and processes
Exemplary attendance record and on-time job performance
Preparation, organization and presentation of training and related training materials
Live monitoring of inbound and outbound call performance and direct coaching as needed
Manager to ensure that capacity demands are met
Continually maintain working knowledge of all company products, services, and promotions
Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
Dispatch as needed to improve accuracy in scheduling and speed of response
Assist in maintaining overall support center performance metrics;
Answering incoming phone calls from customers and other support center duties as assigned
Maintain good customer relations and ensure that all calls meet Service Experts' standards
Handle and resolve a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions)
Resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
Maintain customer records by updating account information
Communicate with customers on the status of service calls and handle escalations as needed
Qualifications
High School Degree
2 years in customer service and/or call center (preferred)
1 year as a Service Expert's Customer Support Center Sr. Agent
